Netgain deepens its AI capabilities

Insights from ServiceNow AI Workshop When ServiceNow brought together its partners for an AI workshop, several of our colleagues from Netgain took part. The purpose was to provide a clearer view of how ServiceNow approaches AI – beyond technology and hype, with a focus on how real value is created within organizations. A key theme throughout the day was also the role partners are expected to play going forward, with an increasing emphasis on acting as strategic advisors rather than purely technology providers. One of the most important takeaways was that AI, in itself, is rarely the answer. AI is a tool, and value only emerges when it is applied to the right problem. Many organizations have initiated pilots and experiments, but far fewer succeed in turning these into lasting business value. What sets successful organizations apart is not necessarily the technology they use, but how they approach the challenge as a whole. It becomes clear that AI cannot be treated as an isolated initiative. Organizations that achieve meaningful results work cross-functionally, combining expertise in business, process, and technology. They operate with a clear direction, invest in their data foundation, and establish governance structures early on. At the same time, they often start small, focusing on well-defined initiatives where value can be measured, and then build from there. An interesting observation from the workshop was how many successful organizations structure their AI efforts. Typically, there is a central function that sets direction, priorities, and governance, while execution happens closer to the business through cross-functional teams. The balance between direction and speed appears to be critical in driving change while ensuring it can scale sustainably. Another key aspect highlighted was the importance of preparation. AI places demands on process maturity and data readiness, but also on clear objectives and follow-up. Without these prerequisites, initiatives risk remaining isolated experiments. When efforts are instead tied to concrete business goals, defined needs, and measurable outcomes, it becomes much clearer which use cases are worth prioritizing. When identifying the right initiatives, it also becomes evident that different problems require different approaches. In many cases, significant value can be achieved by building on existing workflows and augmenting them with AI where it has the greatest impact, rather than introducing entirely new and more complex solutions. Much of the value lies in enhancing what is already in place, not replacing it. During the workshop, ServiceNow also shared how AI is embedded within its platform, with a focus on connecting data, processes, and AI capabilities to enable more cohesive ways of working. At the same time, it was clear that even pre-built solutions need to be adapted to each organization’s unique context in order to fully deliver value. A key distinction that was emphasized is the difference between proving that something works and proving that it creates value. It is only when initiatives are tied to tangible outcomes that they become truly relevant. This also requires preparation, prioritization, and clear ownership from the very beginning. For us at Netgain, this reinforces a shift we are already seeing among many of our clients. The need is moving away from isolated implementations towards creating the right conditions for long-term success. This means that our role continues to evolve, with an increasing focus on acting as strategic advisors, supporting our clients in shaping direction, structure, and ways of working – not just delivering solutions. It is within this interplay that the true potential of AI becomes clear.

Netgain Expands Its ServiceNow Offering and Strengthens Its CRM Focus

Netgain is continuing its strategic investment in ServiceNow and is now taking a clear step forward by expanding its offering within Customer Relationship Management (CRM). What was previously a strong primary focus on Customer Service Management (CSM) is now evolving into a comprehensive CRM offering on the ServiceNow platform. In recent years, we at Netgain have built extensive expertise in ServiceNow CSM. A clear indicator of this growth is the company’s certification journey, where the number of certified specialists in the area has increased ninefold in just a few years. This expansion of competence means that we are now even better equipped to design, implement, and manage advanced and business-critical CSM solutions. The next step in our development is a natural expansion of our offering to cover the entire ServiceNow CRM portfolio. This includes areas such as Sales and Order Management, Field Service Management, and ServiceNow’s industry-specific CRM solutions. By bringing these capabilities together, Netgain can help organizations create more connected processes that span the entire customer lifecycle. Although Netgain has not historically positioned itself as a niche industry provider, the company has built significant domain knowledge over the years through projects across a wide range of sectors. Experience from the public sector, healthcare, manufacturing, telecommunications, finance, and retail has gradually been integrated into our delivery model. This has resulted in an approach where deep platform expertise is combined with a stronger understanding of real operational challenges and business requirements. By combining strong ServiceNow expertise with insights drawn from real industry needs, we help our customers improve the entire customer journey—from first contact and sales to delivery, service, and support. The goal is to create more efficient and compliant processes while giving organizations better access to connected, data-driven customer insights. This lays the foundation for more proactive ways of working and stronger customer experiences. The expanded CRM focus is part of Netgain’s long-term ambition to be a full-service ServiceNow partner and to support customers in their digital transformation journeys. With a growing team of specialists and broad experience from complex implementations, we continue to develop solutions that deliver tangible and measurable business value.

From Idea to App – Launching the App Factory Webinar Series

We’re excited to invite you to a three-part webinar series hosted jointly by Netgain and ServiceNow,  focused on Scaling Business Value with No/Low code applications App Factory: Unleash Your ServiceNow Potential Join us for this comprehensive journey through the complete lifecycle of custom application development on the ServiceNow platform: Session 1: From Idea to App: Launching Your First Custom Solution in ServiceNow Tuesday, October 7, 2025 | 10:00 AM Learn to identify opportunities and quickly develop your first custom ServiceNow application. Discover how to define requirements, build rapid prototypes with low-code tools, and engage users early for maximum adoption. Focus Topics: Opportunity discovery, quick wins, stakeholder engagement, and right-sized development. Register Now Session 2: Expansion: Establishing Your Custom Application Factory Tuesday, November 4, 2025 | 10:00 AM Scale your app development with a repeatable, governed model. Explore structured intake processes, standardized practices, and cross-functional collaboration to integrate apps into core processes like ITSM and HR. Focus Topics: Governance, intake workflows, reusable components, cross-functional alignment, and development standards. Register Now Session 3: Scaling Smart: Driving Continuous Innovation with a Digital Product Mindset Tuesday, December 2, 2025 | 10:00 AM Shift from project-based to product-centric innovation. Learn to manage apps as digital products, implement feedback loops, prioritize enhancements, and leverage AI to accelerate development. Focus Topics: Product lifecycle governance, feedback loops, demand prioritization, outcome tracking, and innovation culture. Register Now Why Attend? Learn proven strategies to identify and implement high-value custom applications Discover how to establish governance and standards for sustainable app development Gain insights into creating a product-centric approach to continuous innovation Network with peers and experts in the ServiceNow ecosystem Get your specific questions answered in live Q&A sessions Who Should Attend: IT Leaders, ServiceNow Platform Owners, Business Analysts, Application Developers, and Digital Transformation Leaders We look forward to your participation in this valuable series that will help you maximize your ServiceNow investment.

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City of Gothenburg